Lost/Damaged Luggage

<p>My hard shell suitcase(image attached) was damaged while travelling with Translux bus from PE to Durban. Upon arrival, the driver told me that the door of the compartment hit my suitcase while he was busy offloading the bags. He told me that it was not his fault, & that the door itself is faulty. He then showed me how it happened and how the luggage compartment door hit my luggage. Yes I agree, i saw that the door did not hold up as it was supposed to. when you pull it up, it comes back and slams downwards hard.</p> <p> </p> <p>I further took my complaint inside where I was given a claim form to fill. This happened on the 5th of May 2016, on the 23rd of May 2016 I received a letter via email(attached) that Translux, a division of Autopax and Prasa do not offer insurance for lost or damaged luggage. Not even for its passengers.</p> <p> </p> <p>This was not out of the blue incident, the driver opened the luggage door pulled my bag and the door hit my luggage.</p> <p> </p> <p>Therefore there won’t be any compensation.</p> <p> </p> <p>I further contacted the Customer Service Manager on ***, who told me that unfortunately that is their policy and it can't change. No matter how damaged or lost, my luggage cannot be replaced or compensated for.</p> <p> </p> <p>On a different but related incident, my friend's wife was travelling from Kimberly to Pretoria and the very same thing happened to her. only that this time the luggage was lost. She got off the bus with the collection receipt which was given to her upon boarding. She was told that the luggage must have been given to someone else. Question remains though, how when she still has her collection slip with her. She then filled the same claim form as I did.</p> <p> </p> <p>It's not surprising to say that she later received an email that is similar to mine. See attached.</p>